Practice Solutions Blog

Be on time! Be on time! Be on time!

For those practice owners who are always late; you might be frustrated or even upset that that I brought up this topic.

You may think I don’t realize or am unsympathetic that you wear many hats and work really hard and often very long hours after everyone else has left. Or I don’t grasp that you not only are the producer you also have to run the business, be a leader and a cheerleader and balance a home life! So in your mind that justifies the right to come in a little late.

I agree with you that as the practice owner you have every right to come in late! But not without consequences! “While we are free to choose our actions, we are not free to choose the consequences of our actions!” – Stephen Covey. Truthfully this is one of the most difficult conversations I have to have. I help doctors achieve a happier healthier and higher performing culture even if it means having a difficult conversation with them.

It’s time to be on time.

Be on time first thing in the morning! Doctors who are the practice owners; if you want to disengage your team arrive late to work every day! There is absolutely no reason in the entire world for you to be late every day! Because you own the practice. If you don’t want to be there at 8am start at 8:30, start at 9:00, start whatever time that will work for you to be on time.

I see this happen often. The patient is seated and impatiently wondering what the delay is after all that’s why they chose the first appointment of the morning…so they would not have to wait. The team is prepped and ready to go! There at the starting gate like race horses chomping at the bit. Everything is set to go except there is no doctor. Fifteen minutes later the doctor arrives and says, “OMG the traffic was bad and the kids…!” You know what; the team and the patients have to deal with traffic and kids! The team and the patients think the doctor doesn’t respect them or they would be on time.

Be on time during the day! Doctors, some of you run by the seat of your pants. You want your schedule booked so tight to avoid any downtime. You consistently run over into the next patient’s appointment. You are sacrificing patient care, service and experience for a perceived profit. It is perceived profit because realistically you aren’t being more productive. You still are taking the same amount of time for the appointment but just squeezing more patients in and running over.

Your team is running their heads off and aren’t able to deliver consistent excellent service or care. They have little or no time to handoff the patient and turnover the room. Details are missed, instruments are lost, and documentation and sterilization suffer. It becomes the norm to work far into lunch and run over at the end of the day.

Your patients think you don’t respect them or their time. You are even training your patients to arrive late for their appointments because they know they won’t be seen on time. Some patients may even choose to leave the practice.

The downside of cramming your schedule:

• Your team will stop trying if there is no possibility of staying on time
• An unrealistic workload/schedule generates disengaged team members
• You will lose good team members who are unwilling to underperform or consistently work late
• You will get a reputation of running behind and running over which will deter attracting and keeping new patients and new team members

The upside of un-cramming your schedule:

• Patients will receive better care and service and have a better experience resulting in more loyal patients and patient referrals
• You will attract and retain high performing team members who want to work in a happy and high performing culture
• The day will flow smoothly increasing job satisfaction and happiness level while decreasing stress and low morale
• Engaged and optimistic attitudes will radiate
• You and your team can actually schedule home life

Time to un-cram your schedule. Have a team meeting and together as an entire team discuss and evaluate your appointment times. You will have more solid information if you monitor the schedule for a few weeks prior to your meeting. What treatment do you consistently run over? When do the bottlenecks most often occur? What can and can’t be scheduled alongside in another column? You have a choice of un-cramming your day by extending the day and seeing more patients scheduled appropriately or keeping the same hours and seeing less patients. The more specific you are the more you will empower your business team to schedule appropriately.

Be on time checking your hygiene patients. I understand that the hygiene appointment check can seem like an interruption in your day. However, it is not interruption it is your bread-and-butter! The average dental office obtains 75% of their revenue from treatment diagnosed on their hygiene patients. It is important to also be mindful of how much time you spend chatting about personal topics with the hygiene patient. Having a consistent specific briefing process with your hygienist at the start of the appointment will help you be more time efficient and allow you a little more time for personal conversation. When your hygienist tees up the treatment don’t repeat everything they just stated. Instead respond, “I work with the best hygienists! Sue is absolutely correct that tooth is indeed a candidate for a crown. Because it is a large filling that is breaking down I would suggest we take care of that sometime within the next month. (Know the next available appointments so you don’t create an urgency you can’t fulfill.) Do you have any questions for me regarding the crown?” If they say no, you are done talking about the treatment needed. This will free you up to have a little more personal chat time, less redundant conversation and keep your hygienist on time. Please email me at judykay@practicesolutionsInc.net if you would like to receive the white page for the 60 second doctor/hygiene briefing for a more efficient hygiene exam.

Consider that whenever you are late you are robbing time from those waiting for you. Being on time is the most valuable gift you can give to another person. Be on time! Be on time! Be on time!